jppineau
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How long for Support Service to answer a ticket, once opened?
Hi there, I've opened a ticket Tuesday, I've received my confirmation and ticket number by email. I posted an update about my situation 24 hours later. Since then, nothing. Normal? What's the answering usual delay, actually? Simply put, Sonar Platinum cannot install after I had to uninstall it because the updating went wrong. Hopefully, I've kept a Sonar X3 PE that I can work with for the job to be done. Should I retry to repost my request or is it a waste of time like with some companies? It is my first ticket since 1996... Thanks in advance...
post edited by jppineau - 2016/09/17 03:51:22
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promidi
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 03:56:48
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jppineau
? Simply put, Sonar Platinum cannot install after I had to uninstall it because the updating went wrong.
When you say "Sonar Platinum cannot install", what error messages appear. Have you successfully performed all windows updates - escpecially the Vdist c++ 2015 runtime update https://www.microsoft.com.../details.aspx?id=48145 Also, have you made sure that all of your hardware has the latest drivers installed (obtained from manufacturers website rather than from Microsoft)
Windows 10 64bit fully patched, 16 gig ram . PCR-800 Controller. (Working in Win 10 1809 64bit)CPU: i5 4670. Video: Nvidia GTX560ti (latest drivers). Audio IF: Focusrite 2i2 2nd Gen
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Sanderxpander
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 05:47:17
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Unfortunately support turnover time is uncomfortably long at the moment. Apparently staff is being hired to deal with the backlog and increased demand. Meanwhile, I'm afraid the forum may be your best option. Fortunately, there are some smart dudes here!
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rontarrant
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 06:35:21
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jppineauSince then, nothing. Normal? What's the answering usual delay, actually? Back in March (I think) I contacted support and at that time it took over three weeks to get a reply. It may be longer now.
-Ron T. ---------------------------------------------------------- MSI GE72 2QF-247US, 12 gb, Focusrite 6i6, AT-2020 ---------------------------------------------------------- Windows 10 x64, Sonar Platinum
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Noel Borthwick [Cakewalk]
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 08:53:46
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I just responded to your support request: From your report and screenshots you definitely have a problem on your Win7 system with the microsoft VS2015 redistributable installation. If that isn't installed properly SONAR will not launch. While we still support Win7 it is now a very old OS and is not being very actively supported by Microsoft, making it increasingly hard for us to support. If you want to continue to use Win 7 it is mandatory to keep the OS completely up to date with the latest Microsoft updates. Current versions of SONAR require the latest Microsoft SDKs. While SONAR definitely works on a fully updated Win 7 (we still test with it and there are still a few users who use Win7) we cannot replicate all permutations of older Win7 installs or assist effectively with system problems like this. You could also try logging a support ticket with Microsoft about this if you cannot get it installed on Win7 since they might be better equipped to support it. I highly recommend that you move away from Win7 to Windows 10 as soon as possible to avoid headaches like this going forward. Try looking at this MS Connect thread since there are some resolutions there: https://connect.microsoft...edback/Details/1574311
post edited by Noel Borthwick [Cakewalk] - 2016/09/17 09:17:20
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stevesweat
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 09:08:15
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Noel Borthwick [Cakewalk]
I just responded to your support request:
From your report and screenshots you definitely have a problem on your Win7 system with the microsoft VS2015 redistributable installation. If that isn't installed properly SONAR will not launch. While we still support Win7 it is now a very old OS and is not being very actively supported by Microsoft, making it increasingly hard for us to support.
If you want to continue to use Win 7 it is mandatory to keep the OS completely up to date with the latest Microsoft updates. Current versions of SONAR require the latest Microsoft SDKs. While SONAR definitely works on a fully updated Win 7 (we still test with it and there are still a few users who use Win7) we cannot replicate all permutations of older Win7 installs or assist effectively with system problems like this.
You could also try logging a support ticket with Microsoft about this if you cannot get it installed on Win7 since they might be better equipped to support it. I highly recommend that you move away from Win7 to Windows 10 as soon as possible to avoid headaches like this going forward.
Try looking at this MS Connect thread since there are some resolutions there:
https://connect.microsoft...edback/Details/1574311
Now THAT is service. I went with Windows 10, against the advice of a programmer friend I've been jamming with for thirty years, when I built my new system a couple months back. It works great and my buddy actually upgraded to Win10 at home since then. Do it!
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jppineau
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/17 19:32:53
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Hey! Thanks everyone!
I doubt that most folks have turned to Win 10 and that we would be a handful little bunch of Win7 users left in the production world. Many of us, living on deadlines, cannot afford to deal with new problems while there is a stable and reliable system working on W7. If it ain't broke... Not to mention that some aging but still useful hardware may be left behind with no support. AMOF, Tascam itself has not yet published W10 drivers for its DM-4800 (but a beta version is reported to work fine, currently). It is always freaking to feel the obsolescence date approaching and the DM is not so easy to replace. So, my intention was to wait and see. Moreover, I have to deal with Firewire connections... and Win 10 has made a mess on my Offline Video Editing setup (on another machine, you guess) because of the IEEE 1394 thing.
This said, my current system has effectively not received all the updates from MS, this due to some of them failing to install and trying day after day to do so. I had to shut WU automated process off. Despite of this, Platinum worked fine until the last update and a system maintenance. System Mechanic Pro may have corrupt the registry, but it does a backup. That saved me on Sonar X3, while Platinum is out of service.
Another point is that I see the MS Visual C++2015 (32 and 64 bits... ) alongside with all precedent versions in the Control Panel/Programs. Their date stamps are the same as the Sonar PLT update attempts. What does this mean?
Anyway, I will try to load as many MS updates as possible, namely the one that the article Noel gave points to and see what will happen... in a few days. I will rely on X3 for some days, even X2 if needed. The bank can't wait. :P
As for going to Win 10... It is a plunge in the unknown, but the reports we have about IEEE-1394 are scarrying me. I do not want to end with a DM-4800 as a paperweight...
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GreyLion
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 07:44:00
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I understand why vendors would strongly prefer to support the latest version of Windows, and decrease support of older versions. Especially when Microsoft is doing their best to force everyone to upgrade, and is dropping support for Win7 as much as they can.
However -- Though there is some variation in the numbers posted by various tracking sources, Win7 apparently still has a bit less than three times the market share that Win10 does. It is far from being a dead thing. Fail to support it up front, and you'll likely incur larger support costs at the back end. And it's certainly a losing proposition to tell your customers that they can't use what is currently the most popular operating system if they want to be able to run your product reliably.
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tenfoot
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 08:40:42
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jppineau
I doubt that most folks have turned to Win 10 and that we would be a handful little bunch of Win7 users left in the production world. Many of us, living on deadlines, cannot afford to deal with new problems while there is a stable and reliable system working on W7. If it ain't broke.
Couldn't agree more jppineau. The constant updates in win 10 are a deal breaker for me.
Bruce. Sonar Platinum 2017-09, Studio One 3.5.3, Win 10 x64, Quad core i7, RME Fireface, Behringer X32 Producer, Behringer X32 Rack, Presonus Faderport, Lemure Software Controller (Android), Enttec DMXIS VST lighting controller, Xtempo POK.
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chuckebaby
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 08:56:28
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not big fan of windows 10..or 8 for that matter, but I did update to windows 8 and then 8.1 as soon as it came out.
I will upgrade to windows 10 soon. but at the very least windows 8 or 8.1 is something I want to run because its a better OS, a faster OS.
it might not be as user friendly as windows 7 was (windows 7 was my favorite OS) but window 8 has a lot to offer.
especially in boot times, transfer speeds, exc.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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Brian Walton
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 11:46:34
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As someone that ran into this issue when I was on Win 7 also. I wonder if there should be a sticky of some kind related to things to be aware of when trying to install Plat.
While I did update to Win 10 on most of my computers, not everyone can or will.
As for the figure that three times as many Win 7 computers exist vs Win 10, I bet a large part of that is related to Business computers, not consumer ones.
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scook
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 11:53:44
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Brian Walton
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 12:06:15
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Bristol_Jonesey
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/19 12:29:45
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Noel Borthwick [Cakewalk]
I just responded to your support request:
From your report and screenshots you definitely have a problem on your Win7 system with the microsoft VS2015 redistributable installation. If that isn't installed properly SONAR will not launch. While we still support Win7 it is now a very old OS and is not being very actively supported by Microsoft, making it increasingly hard for us to support.
If you want to continue to use Win 7 it is mandatory to keep the OS completely up to date with the latest Microsoft updates. Current versions of SONAR require the latest Microsoft SDKs. While SONAR definitely works on a fully updated Win 7 (we still test with it and there are still a few users who use Win7) we cannot replicate all permutations of older Win7 installs or assist effectively with system problems like this.
You could also try logging a support ticket with Microsoft about this if you cannot get it installed on Win7 since they might be better equipped to support it. I highly recommend that you move away from Win7 to Windows 10 as soon as possible to avoid headaches like this going forward.
Try looking at this MS Connect thread since there are some resolutions there:
https://connect.microsoft...edback/Details/1574311
That's interesting Noel. I'm [successfully] running Platinum on a Win 7 system which has never been updated since I took ownership of the machine in February 2012.
CbB, Platinum, 64 bit throughoutCustom built i7 3930, 32Gb RAM, 2 x 1Tb Internal HDD, 1 x 1TB system SSD (Win 7), 1 x 500Gb system SSD (Win 10), 2 x 1Tb External HDD's, Dual boot Win 7 & Win 10 64 Bit, Saffire Pro 26, ISA One, Adam P11A,
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Afrodrum
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/27 16:37:09
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I am waiting for the reply from CW support since June !
Windows 10/64, Intel i7 Xeon X6575 3,07GHz, 24Gb RAM, chipset: Intel X58 Express, Kingston SSD 240Gb, Sonar Platinum ∞, Edirol UA-25. ( Some extra VSTs: PSP almost all/ IK - AT4, ST3, / AAS - all/ TH3 full/ +10dB/ Melodyne Editor). EVE sc205 monitors, Defil Kosmos guitar, blue lava lamp, ashtray. And there is some great music you may find at: https://soundcloud.com/pawel-jan-1
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stm113cw
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/27 16:40:30
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I sent support an email almost a month ago and have received no help. I upgraded from X3 Prod to SPLAT and it crashes everytime I launch.
I upgraded for some projects I am working on and thus far...useless.
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joakes
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/27 17:01:07
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jppineau
Moreover, I have to deal with Firewire connections... and Win 10 has made a mess on my Offline Video Editing setup (on another machine, you guess) because of the IEEE 1394 thing
As for going to Win 10... It is a plunge in the unknown, but the reports we have about IEEE-1394 are scarrying me. I do not want to end with a DM-4800 as a paperweight...
Twice you mention an issue with W10 and Firewire - can you be more specific please (just curious as i've not experienced this this on my rig Focusrite LS 56 with F/W and W10) Cheers, Jerry
Built by yours truely : I7-2600@3.4GHz, Asus P67Z68, W10x64 Creator Edition, 32GB RAM, 3 HD's, nVidia 760 GT, Focusrite 18i20 2,d Gen + Ti FW, Oxygen 61 iv Gen, and Edirol SD-20 (yes it works), CbB, Teles, Strats, LP's, Epi Riviera, etc
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chuckebaby
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Re: How long for Support Service to answer a ticket, once opened?
2016/09/27 18:44:19
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many users are receiving tech support for there issues as soon as same day.
that's already been reported.
however, ive also seen some users ignored by support asking invalid questions.
for example: wanting support for products that cakewalk no longer has support for, feature requests, asking how features work, the list goes on.
if your not getting a reply from cakewalk "there's a good chance" you might fall in to this category.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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